No Help In Kalispell

[kentompkins]

Note: This was written in Montana while on a 7000 mile trip to the Canadian Rockies; I returned two days ago. I was unable to post it while on the road and will do so now. The contents is relevant even though I am home after a spectacular trip.

This is a story about two Jerry's. Jerry 1 works at the Kalispell, MT dealer. Jerry 2 is the Parts Manager at Addictive Powersports in Great Falls, MT. I came in contact with both Jerry's while trying to get a new rear tire on my 2014 Spyder. But I get ahead of myself.

My dealer warned me about getting a tire replaced. When I left NJ I had about 2500 miles on the original tire and I was undertaking a 6000 mile trip to the Canadian Rockies. The tire would be worn down to the bars between 4000 and 5000 miles. Thus, Kalispell seemed a likely place to replace it.

Two days out (at Havre, MT) I called the Kalispell dealer and asked to speak to the Service Manager. I was told he was out but that I could speak to Jerry 1. He was not encouraging. I told him I was on a 6000 mile trip and that the tire was down to the bars. He said that all his mechanics were busy the day I wanted to bring it in. He also wasn't precisely sure he had a tire in stock. I mentioned that, unlike other bikes, I couldn't walk in just anywhere and get a tire installed. I noted that he was the only dealer in Kalispell so I was forced to take it there. He was unmoved though he did say he would check on whether he had a tire in stock and would call me back.

After I hung up I remembered that I had had almost the exact conversation with Jerry1 three years before while on a similar trip. Then I owned a 2008 Spyder GS and I was concerned about its clutch. When I called the dealer in 2012 I was told the Service Manager was not there but that I could speak to Jerry 1. No, he couldn't even look at the bike. No, all of his men were busy. He would call me back; he never did.

I was really stuck. The tire had to be changed. I was going into Canada and was unsure if there were dealers available. I had planned a year for this trip and it appeared that I would have to abandon my plans and head east to find a more helpful dealer.

Enter Jerry 2!

I noted from the Rattigan-Roger app that there was a dealer in Great Falls, MT. If I left the group I was with -- Country Roads Group Riding -- and dashed down to Great Falls, get the tire installed and then re-join the group in Kalispell, things would be fine. So, I called Addictive Powersports and spoke with Jerry 2, the Parts Manager.

Yes, they had a tire and, yes, the could work me in in the next morning promptly at 8:00 AM. They understood I was on the road and Jerry 2 said "they would do everything they could to get me back on the road."

I was there at 8:00, everyone there was genuinely concerned about the bike and the tour. The tire was mounted, put on the bike which was laser aligned and balanced. It took a bit over two hours.

What a difference! Jerry 1 could not have cared less about my problem. Jerry 1 had no other suggestions. Jerry 1 repeated the same script he used on me two years previously.

Jerry 2 cared about me and my Spyder. He understood that someone on the road can have really pressing problems and that they need immediate attention.

Here is the point: the dealer at Kalispell does not seemed concerned or helpful for those of us on the road. Addictive Powersports does and that makes all the difference.

A Note To BRP: If you are going to continue to advertise the Spyder as an "adventure" on the road then you should convince your dealers that it is good business to help us when we are in the adventure you want us to take.

[Bob Denman]

Jerry 1 needs to find other employment...
Perhaps a stint in the fast-food industry would "sweeten" him up a bit!

[murphybrown]

For those of us that travel ALOT on our Spyders...so nice to have a dealer that "get's it". As all know I am having on going tire issues on my 622 and BRP will only help if you can get to an authorized dealer....and when the closest such dealer is less than willing it makes for a difficult time...OK allll that said to say add Redding CA (Redding Yamaha Ski Do) Kenny Pendleton service manager to the GOOD GUY LIST.... I am needing (down to wear bars) 5th set of trailer tires...this set should get me home and to closest authorized CanAm dealer....I talk to Kenny late Friday afternoon (BRP was also in the loop...BRP is finallllly accepting that there is a problem with my tire eating trailer....albeit BRP gurus were absolutely sure that the correction made at Logan UT dealer---another GOOD GUY) on right side tow-in to 1.5mm was spot on). [sorry guru the proof is in the tire wear...close only works in horseshoes]....[yep I've reached my tolerance level with the trailer tires]...ok I digressed...BRP was going to send me south to Sacramento...I said nope cutting trip short bad trailer wins this one...just get me home and get this fixed. So enter Redding/Kenny...said be here Monday (yes they are open on Monday) at 8:30 a.m. when we open. Yep headed that way in an hour. So allllll that said to say put Redding CA on the good side of the board. I have found the majority of dealers to be helpful.....but have also experienced a similar response from Kalispell on smaller issue and decided they were on the "not so good side" of equation.

[Dragonrider]

Just some advice for the future - when traveling in the West, one needs to look at where the dealers are - I doubt the dealer in Kalispell, MT sells many, if any Spyders, but a ton of ATVs, SxSs, and snowmobiles. He has to carry the entire line, to get what he wants, and may only have one Spyder (and NO parts or trained techs) in stock (want a REALLY good deal??). The larger cities probably have some Spyders on the road, and therefore techs and parts.

So, if you know where you are headed in advance, it would be worth a call to the dealer, and/or reach out to SpyderLovers well in advance to make sure this doesn't happen to someone again.

I've been to Kalispell several times on bikes and Spyders, but always make sure the only service I need is gas. It's a beautiful place to ryde, and the roads are terrific - but most of the locals aren't interested in expensive road toys.

Just sayin....

[Chupaca]

glad you had spyder codes with you all who travel should. Fortunately there was someone else out there to help you and better yet someone good. Sounds like an amazing trip must have some great photos. If possible share a few with us....

[Santa & Mrs Claus]

We were heading to Spyders in the Redwoods a stop over in Edmonton,AB to visit our grandson occurred. When leaving the next day we had clutch problems and headed to Martens Motorsports before they opened at 8 AM. They let us in at 7:30AM(tuesday), by 11am the shop had fit us in and confirmed our clutch had to be replaced. The parts had to be ordered from Quebec and arrived on friday. They worked late that night to get us on the road(this was a friday of a long-weekend),the manger even missed his 25th wedding anniversary supper. They had some additional problems that meant the had to come in on Sat morning(two mech's, service manager) to finish the job(yes this is a long weekend).
We can't say enough good things about Martens Motorsports in Edmonton, AB. The staff went the extra mile to help us when we were traveling.

[2dogs]

For those of us that travel ALOT on our Spyders...so nice to have a dealer that "get's it". As all know I am having on going tire issues on my 622 and BRP will only help if you can get to an authorized dealer....and when the closest such dealer is less than willing it makes for a difficult time...OK allll that said to say add Redding CA (Redding Yamaha Ski Do) Kenny Pendleton service manager to the GOOD GUY LIST.... I am needing (down to wear bars) 5th set of trailer tires...this set should get me home and to closest authorized CanAm dealer....I talk to Kenny late Friday afternoon (BRP was also in the loop...BRP is finallllly accepting that there is a problem with my tire eating trailer....albeit BRP gurus were absolutely sure that the correction made at Logan UT dealer---another GOOD GUY) on right side tow-in to 1.5mm was spot on). [sorry guru the proof is in the tire wear...close only works in horseshoes]....[yep I've reached my tolerance level with the trailer tires]...ok I digressed...BRP was going to send me south to Sacramento...I said nope cutting trip short bad trailer wins this one...just get me home and get this fixed. So enter Redding/Kenny...said be here Monday (yes they are open on Monday) at 8:30 a.m. when we open. Yep headed that way in an hour. So allllll that said to say put Redding CA on the good side of the board. I have found the majority of dealers to be helpful.....but have also experienced a similar response from Kalispell on smaller issue and decided they were on the "not so good side" of equation.

Very interesting discussion. I feel the same about assembling a pro/con dealer list for everyone’s benefit, provided it has data that supports comments and not simply innuendos. 1000 miles ago, I purchased my new 2014 RTS from Redding Yamaha. During my pre purchase research, I surveyed a dozen dealers in the Oregon, Northern California and Nevada areas. I advised each one I was searching for a 3000-mile service as I was on a trip with a new RTS and I’d need a service soon. I said I could be in their area during the following week and asked if they had an appointment available for a service. Only one dealer with in a 600-mile radius of Northern California said, “sure, come in and I’ll be glad to get you in and out of here as quickly as I can, just let meknow when you’ll be here.” No other dealer could get to me for more than a week. Therefore, the moral of the stories here, is pre plan your trips carefully and don’t take off with only a 1000 or less miles left on your tires or your service interval. You could be stuck in Kalispell or Mayberry with no help in sight for a long long time. Happy trails.

[ARtraveler]

Very interesting discussion. I feel the same about assembling a pro/con dealer list for everyone’s benefit, provided it has data that supports comments and not simply innuendos. 1000 miles ago, I purchased my new 2014 RTS from Redding Yamaha. During my pre purchase research, I surveyed a dozen dealers in the Oregon, Northern California and Nevada areas. I advised each one I was searching for a 3000-mile service as I was on a trip with a new RTS and I’d need a service soon. I said I could be in their area during the following week and asked if they had an appointment available for a service. Only one dealer with in a 600-mile radius of Northern California said, “sure, come in and I’ll be glad to get you in and out of here as quickly as I can, just let meknow when you’ll be here.” No other dealer could get to me for more than a week. Therefore, the moral of the stories here, is pre plan your trips carefully and don’t take off with only a 1000 or less miles left on your tires or your service interval. You could be stuck in Kalispell or Mayberry with no help in sight for a long long time. Happy trails.

The bad dealer list idea has come up a few times. The consensus which I also agree with--is probably not a good idea.

The persistently bad dealers do get a lot of press and free advertising--that is a positive and good information.

One unhappy customer at a dealer does not make for a bad dealer. A person like this, with a vendetta, can screw a dealer over pretty good.

Perfect e.g. We went to the best B&B that I have been to in Alaska, a couple weeks ago. There was only one negative review out of about 2 dozen. The problem, they charged the party for the third adult they had brought along. Most hotels rates are based on per person. From there, the rant was on and they ripped the place a new one. None of the things they ranted about were even noticeable to us. So...in our situation, a person with a vendetta trying to ruin the business.

[2dogs]

The bad dealer list idea has come up a few times. The consensus which I also agree with--is probably not a good idea.

The persistently bad dealers do get a lot of press and free advertising--that is a positive and good information.

One unhappy customer at a dealer does not make for a bad dealer. A person like this, with a vendetta, can screw a dealer over pretty good.

Perfect e.g. We went to the best B&B that I have been to in Alaska, a couple weeks ago. There was only one negative review out of about 2 dozen. The problem, they charged the party for the third adult they had brought along. Most hotels rates are based on per person. From there, the rant was on and they ripped the place a new one. None of the things they ranted about were even noticeable to us. So...in our situation, a person with a vendetta trying to ruin the business.

Ok then let’s meet somewhere in the middle. Do as eBay does and simply rate the dealer. I do not buy from any eBay seller who has under a 99.5% rating no matter what the price is. I think eBay’s system is a very good system. It weeds out the bad sellers and directs customers to good sellers. I’ve experienced both good and bad retailers and they all have the same earmarks. In my opinion I feel it is important to direct future buyers toward good dealerships and away from the bad ones who they’ll regret having done business with after the fact. You know as well as I do that there are bad dealers out there and eventually they go out of business. I think we should help them to meet that end and reward good dealers who will bend over backwards to provide quality customer service.

[rgk]

[QUOTE=kentompkins;859497]Note: This was written in Montana while on a 7000 mile trip to the Canadian Rockies; I returned two days ago. I was unable to post it while on the road and will do so now. The contents is relevant even though I am home after a spectacular trip.

Thanks for your thoughtful post. IMO, such posts that contain facts, not innuendo, are very helpful to this group. They help us make informed decisions about where to do business, who to avoid, who to patronize. It would be wonderful if we could find a way to create a list of dealers that deserve our business and those should be avoided.

[NovaSpyder]

Thanks for the thoughtful post and I was also thinking it would be a good idea to have a list of cooperative dealers with facts supporting that decision. I know the good/bad dealer discussion has gone around a few times.


[QUOTE=rgk;859607]

Note: This was written in Montana while on a 7000 mile trip to the Canadian Rockies; I returned two days ago. I was unable to post it while on the road and will do so now. The contents is relevant even though I am home after a spectacular trip.

Thanks for your thoughtful post. IMO, such posts that contain facts, not innuendo, are very helpful to this group. They help us make informed decisions about where to do business, who to avoid, who to patronize. It would be wonderful if we could find a way to create a list of dealers that deserve our business and those should be avoided.

[ARtraveler]

RE: Original Post

Thank you for posting information about the dealer in Kalispell MT.

It is obvious they either don't get it, or just plain don't care. I would be avoiding that particular dealer like the plague.

This is an ongoing issue and can be a problem with 's on the road. A few bad dealers, can make for an unpleasant situation.

[Mrs. SmallPasture]

We bought BajaRons sway bar a month or so ago and were finally ready to get it put on. I called Woods Cycle Country in New Braunfels, tx to verify that they would do the installation. I was told by the head service tech that they wouldn't do it because if something happened it would void warranty. My husband has had very good luck w/ them in the past so he gave them a call and got the exact same response. My husband emailed BajaRon stating this issue. BajaRon got right back with him in an email stating that he would even speak to the tech at Woods Cycle Country to smooth things out. The tech at Woods was having none of it and even stated that they don't do aftermarket parts because they are trouble down the road.

Enter Kent Motorsports in off of I-35 San Antonio. They would install it and would do it 1st thing Sat. morning. We arrived a bit late so we lost our place in line but also notice the rear tire needed replacing so went ahead and got both done and out by that afternoon!

It's amazing the difference in attitude and attention. Woods couldn't be bothered, Kent couldn't do enough!

[rgk]

We bought BajaRons sway bar a month or so ago and were finally ready to get it put on. I called Woods Cycle Country in New Braunfels, tx to verify that they would do the installation. I was told by the head service tech that they wouldn't do it because if something happened it would void warranty. My husband has had very good luck w/ them in the past so he gave them a call and got the exact same response. My husband emailed BajaRon stating this issue. BajaRon got right back with him in an email stating that he would even speak to the tech at Woods Cycle Country to smooth things out. The tech at Woods was having none of it and even stated that they don't do aftermarket parts because they are trouble down the road.

Enter Kent Motorsports in off of I-35 San Antonio. They would install it and would do it 1st thing Sat. morning. We arrived a bit late so we lost our place in line but also notice the rear tire needed replacing so went ahead and got both done and out by that afternoon!

It's amazing the difference in attitude and attention. Woods couldn't be bothered, Kent couldn't do enough!

Respectfully,
The refusal to install aftermarket parts is a matter of policy as administered by an independent franchisee. It is not a failure to provide adequate customer service and IMO, should not be held against a dealer who announces the policy upfront. Sadly, the merit and safety of some aftermarket parts may be the subject of litigation at some time and the refusal of a dealer to install aftermarket parts is a conservative but legally justifiable position.
No offense intended.

[Spacetrucker]

Woods are not really good at all. Had to ordered parts for my 14, it took the 2 mo to get it done. The outher deal in San ant order the same and go it in 2 days. Woods is off my call for any help. The owner also was rude to me about parts. So woods, have a great life in the dirt.........

[Shewhoprays]

Very interesting thread. This is exactly the kind of thing my hubby and I were talking to BRP about at the Owner's Event over lunch. Dealers are so different and many REALLY lack any customer service genes. Before BRP allows a dealership to sell their product they need to do some research into that dealership. I have gone on many trips and met a number of X spyder owners - all due to poor customer service and lack of knowledge at the dealership level. This really reflects poorly on BRP.

[Red RT-S]

I just returned from a near 7,000 mile trip to the Canadian Rockies and several western parks. I needed an oil change in Rapid City, SD and called Rice Honda several days before I would arrive. This was right at the end of Sturgis. The fellow I spoke to was not very encouraging about getting me in, but said to come wait in line on Monday morning. I arrived about 15 minutes before the official opening time and the door to the service counter was open so I went in. The guy behind the counter had a completely different attitude than the one I spoke to a few days before. He got me right in and I was on my way by 11:00 AM. Rice is a multi-franchise dealer, and it doesn't look like Spyders are a major seller, (there wasn't one Spyder on the showroom floor) but they came through for me and I left a happy camper. Sometimes it takes talking to a different person at the dealership to get things done.

[Spyderjockey]

Hi Ken, Just found your post.......have been absent from the forum pretty much lately due to a lot of busy things going on. Very glad to hear that you were able to get your tire installed at Jerry 2's dealership and were able to go on with your trip. Also glad to hear it turned out to be a great trip for you.

[jbronson]

I purchased my 2014 RT from addictive power sports 30 days ago. I had to have ignition and antenna replaced under warranty. They have been great to work with. I now have to go in for my 3000 mile service and the got me in on Monday. Would recommend them if you are in Montana.

[MikeT]

This topic reads like An Adventure In Finding The Right Dealership For Service. This could also apply to Sales, too. For the ease of either planning a long trip, or being in the midst of one, a single source of dealership(s) names providing positive experiences would be invaluable in one location on this forum. For those of us who have had the experience of needing service on the road, you know what I'm talking about.
Just making a suggestion.
Mike

[lightnin leeRoy]

I live in GreatFalls also, I recently up graded to a 2014 RT Limited, I have dealt with Addictive Powersports several times, they are always great.

[CapNCrunch]

Note: This was written in Montana while on a 7000 mile trip to the Canadian Rockies; I returned two days ago. I was unable to post it while on the road and will do so now. The contents is relevant even though I am home after a spectacular trip.

This is a story about two Jerry's. Jerry 1 works at the Kalispell, MT dealer. Jerry 2 is the Parts Manager at Addictive Powersports in Great Falls, MT. I came in contact with both Jerry's while trying to get a new rear tire on my 2014 Spyder. But I get ahead of myself.

My dealer warned me about getting a tire replaced. When I left NJ I had about 2500 miles on the original tire and I was undertaking a 6000 mile trip to the Canadian Rockies. The tire would be worn down to the bars between 4000 and 5000 miles. Thus, Kalispell seemed a likely place to replace it.

Two days out (at Havre, MT) I called the Kalispell dealer and asked to speak to the Service Manager. I was told he was out but that I could speak to Jerry 1. He was not encouraging. I told him I was on a 6000 mile trip and that the tire was down to the bars. He said that all his mechanics were busy the day I wanted to bring it in. He also wasn't precisely sure he had a tire in stock. I mentioned that, unlike other bikes, I couldn't walk in just anywhere and get a tire installed. I noted that he was the only dealer in Kalispell so I was forced to take it there. He was unmoved though he did say he would check on whether he had a tire in stock and would call me back.

After I hung up I remembered that I had had almost the exact conversation with Jerry1 three years before while on a similar trip. Then I owned a 2008 Spyder GS and I was concerned about its clutch. When I called the dealer in 2012 I was told the Service Manager was not there but that I could speak to Jerry 1. No, he couldn't even look at the bike. No, all of his men were busy. He would call me back; he never did.

I was really stuck. The tire had to be changed. I was going into Canada and was unsure if there were dealers available. I had planned a year for this trip and it appeared that I would have to abandon my plans and head east to find a more helpful dealer.

Enter Jerry 2!

I noted from the Rattigan-Roger app that there was a dealer in Great Falls, MT. If I left the group I was with -- Country Roads Group Riding -- and dashed down to Great Falls, get the tire installed and then re-join the group in Kalispell, things would be fine. So, I called Addictive Powersports and spoke with Jerry 2, the Parts Manager.

Yes, they had a tire and, yes, the could work me in in the next morning promptly at 8:00 AM. They understood I was on the road and Jerry 2 said "they would do everything they could to get me back on the road."

I was there at 8:00, everyone there was genuinely concerned about the bike and the tour. The tire was mounted, put on the bike which was laser aligned and balanced. It took a bit over two hours.

What a difference! Jerry 1 could not have cared less about my problem. Jerry 1 had no other suggestions. Jerry 1 repeated the same script he used on me two years previously.

Jerry 2 cared about me and my Spyder. He understood that someone on the road can have really pressing problems and that they need immediate attention.

Here is the point: the dealer at Kalispell does not seemed concerned or helpful for those of us on the road. Addictive Powersports does and that makes all the difference.

A Note To BRP: If you are going to continue to advertise the Spyder as an "adventure" on the road then you should convince your dealers that it is good business to help us when we are in the adventure you want us to take.

I had a similar experience with JESCO MARINE & POWER SPORTS back in 2012. I had purchased my 2011 RTS SE-5 the year before, and needed a periodic service. I made an appointment two weeks in advance, called the day before arriving, and showed up on time. It all started the moment I arrived, and didn't end until the moment I left. An uncaring service dept., and uninterested parts and sales depts., and a general attitude of NOT CARING AT ALL. That service appointment took a whopping....... WAIT FOR IT .......... EIGHT (8) HOURS!!!!
This all changed around Christmas of last year, with new owners, a new serv. mgr., and a much improved attitude. Since then I've had the 3,000 mile service performed, and recommended two friends to them, One of them just purchased a new Spyder from JESCO last week. So, things are looking up.
Take it from me, their attitude is WAY better than it was back then.
CapNCrunch
: =)